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Bringing the Chickens Home to Roost
James CowieGlobal S-Business Director
February 2006
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Real-time Intelligence
Citect is the World’s Largest Independent Industrial Automation Software Company…
Founded in 1973
Listed on Australian Stock Exchange in 1997 (CTL)
8% share of growing SCADA / HMI market
70% share in Australia
20% share in Asia-Pacific
100,000+ licenses sold
Debt free and profitable
Emerging player in global MES market
Strong professional services capabilities
Expanding support & training annuity revenues
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Real-time Intelligence
Citect Corporation
A top 5 Australian multinational technology company
Work with >85% of leading Australian manufacturers
Global partners distributing products in >50 countries
HQ in Sydney, Australia
Offices in Australia, USA, Europe, China Singapore, NZ, Middle East & Africa
http://www.citect.com
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Real-time Intelligence
…with a strong presence in 14 industry verticals…
Metals
Mining & Minerals Processing
Pulp & Paper
Food & Beverage
Manufacturing
Automotive
Energy Transmission & Distribution
Water & Wastewater
Pharmaceutical
Petrochemical
Telecommunication
Power Generation
Building Automation
Facilities Management
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Real-time Intelligence
…and a strong blue-chip client base which is…
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Real-time Intelligence
Major Decision Point
Vision:
Create a Support
Centre of
Excellence
Raise support quality
Establish Support Philosophy
Establish models & standards
Adopt Business Structure
Introduce standardization
Reduce Support Cost
Deliver consistent support
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Real-time Intelligence
Citect Support Pre-Consolidation
We had 48 support staff & 150+ Partners supporting 100,000 licenses / 6,500 customers
Customer calls taken by phone, sent to voicemail, logged via email & response poor
Customer satisfaction not as good as desired
Support a liability providing inconsistent service
Support morale was low
Support organization viewed as a place to send problem staff & a place to get away from
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Real-time Intelligence
Pre-Centralization
SydneyJohannesburg
Netherlands
Atlanta JapanChina
UK
France
Germany
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Real-time Intelligence
S-Business Improvement
The problem: Needed quantum improvement
Solutions: Global Customer Support Centre & SCP
Benefits: Quality, consistent, cost-effective support
Advice for others: Have a vision and follow it!
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Real-time Intelligence
The Core Areas of Focus
People
Standards
PlaceCustomers
TechnologyProcesses
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Real-time Intelligence
Approach
Build vision
Identify existing practices
List Best Practice
Create new modelsCustomer handlingPeopleProcessesPlaceTechnologyStandards
Do Business Case
Create Project Plan
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Real-time Intelligence
Incorporated Hierarchy of Customer Needs
Choice of ChannelsChoice of Channels
Fast AccessFast Access
Accurate AnswerAccurate Answer
PartnerPartner
AdviceAdvice
UniqueUnique
Anton’s Hierarchy of Caller NeedsAnton’s Hierarchy of Caller Needs
Know MeKnow Me
Follow-UpFollow-Up
Source: Dr Jon Anton
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Real-time Intelligence
Customer Communications
Customer Communication StrategyCustomer Communication Strategy
Clear Communications about Change
Provide customers details on using Support
Local Sales staff promote Central Support
Address any incorrect perceptions
Incorporate Culture requirements
Regular scheduled Conference Calls
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Real-time Intelligence
Structure of Global support team
Global S-Business Director
Educational Services Manager
Technical Services Manager
S-Business Marketing Specialist
Global Customer Support Centre
Manager
Geo-based S-Business Directors
Shift 1
Shift 2
Shift 3 Geo-based Trainers &
CATCs
35 Engineers
7 Technical Specialists
Geo-based Platinum Support
Specialists Shift 4
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Real-time Intelligence
Best Practice in Customer Support
SELF SERVICE
WEB PORTAL
TELEPHONE
VIRTUAL ENGINEER
Knowledge-base and Customer History &
Case Management
Customer Champions and Platinum Support Specialists
Proactive Outbound Calls
AI / BI Tools
Multi Channel Mgment
Esc
Citect Partners &
Customers
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Real-time Intelligence
Tools & Technology
Capitalized of existing tools and technologies
Case Management System
Knowledge Base
Test Lab
Telephony & e-Mail
Reporting
Customer Interface
Tools
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Real-time Intelligence
Processes
Call Handling
Escalation
Staff Development
Knowledge Management
Support Management
Reporting
Contract Management
Performance Management
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Real-time Intelligence
How the Global CSC Works
Global S-Business Director
Technical Services Manager
Global Customer Support Centre
Manager
Geo-based S-Business Directors
Shift 1
Shift 2
Shift 3
Calls generated via either POTS (1-800 #), VoIP, Email, Web, Portal
Calls addressed by Engineers on shift and escalated following a
formal escalation process based on time
and severity
Geo S-Business Directors Manage
Customer Relationships in their Geo
Shift 4
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Real-time Intelligence
Place: The High Wire Balancing Act
Considered many options
Decided on GCSC
Picked Sydney as location
Identified area
Decided to “hot-desk”
Designed around limitations
Approvals took time
Crazy regulations (First Aid etc)
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Real-time Intelligence
Post Centralization
Sydney
JapanFrance
Germany
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Real-time Intelligence
Citect Support Post Phase 1 Consolidation
We have 42 support staff & 150+ Partners supporting 100,000 licenses / 6,500 customers
Customer calls taken predominantly by phone, or via email or web-portal & response sub 30 seconds
Customer satisfaction improving
Support has become a showcase providing consistent high quality service
Support morale is great and increasing daily
Support organization viewed as a place to be, with staff wanting to return or join
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Real-time Intelligence
People: the heart of success
Built on expanded existing team (less people overall)
Built model & justification
Recruited Globally for GCSC
Transferred interested & suitable staff
Recruited through:
Web-Site
Adverts in Australian papers
Universities
Inundated with recruiters
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Real-time Intelligence
People
Established new salary benchmark
Very selective:Specific backgrounds
Fluent English
Second language desirable
Business experience
Stuck to desired standards
Specialists employed
Huge volume of applicants
Many competitor staff keen to join us
New work contract
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Real-time Intelligence
Staffing considerations
Reviewed shift packageCareful market assessment of salariesMinimal relocation assistanceFlexible employment contract was vitalAssisted with internal work permitsDesigned specific advertisementsTight recruiting model
Position DescriptionScreening questionsTestsTeam interviewsFundamental skills essential
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Real-time Intelligence
Bringing New Team Online
Structured Induction ProgramMissed details cause grief
Action plan for each new engineerMentor and Buddy
Competency based training programIndividual training plans
Full Product TrainingTeam building including Cultural AwarenessProblem Solving skillsCustomer Relationship skillsS-Business ToolsProcedures and Business Rules
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Real-time Intelligence
Operations
If not resolved escalate to next level
Resolve, update & close CSR
Attempt problem resolution
Create CSR
Engineer
Senior Engineer / Specialist
Support Programmers
Field Specialist
Development
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Real-time Intelligence
Support Operations
English Language Support Center
Call Registration
Call Escalation
Call Resolution
Deliver standardized support services in English to all customers / partners
Real-time 7x24x365 Support with live engineer
Accountable for customer satisfaction
Engineers own all open CSRs regardless of escalation level
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Real-time Intelligence
Global CSC
Delivers consistent CSR handling
Built on solid ProcessesSingle point for Support contactLocal Language via PartnersFrench, German & Japanese exceptionsUse consistent processes & proceduresInstant access to real Engineers
Increased Customer Satisfaction
Increased Support Productivity
Decreased Support Cost
Increased Engineer Satisfaction
No local language Support issues
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Real-time Intelligence
Do Metrics Support Change?
Call Resolution
≈ 40% cases resolved at 1st GCSC contact
# of escalations decreased
Fewer repeat calls but more complex calls being resolved properly
Customer Satisfaction
Increased
Faster response and better 1st time fix
Looking at customer profitability
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Real-time Intelligence
Lessons Learnt
Pretty well everything has another side
Spend time getting the core team prepared
“Yes”, sometimes means something else
Lock down dates
Verify all data & details: or suffer
Don’t accept compromise
Global infrastructure is a myth
Be ready for anything
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Real-time Intelligence
Operational Lessons
World has big differences
Cultures: need to be considered
Languages: must be managed
Office Hours: where’s the coffee
Know your Time Zones: key to load balancing
Holidays: know them
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Real-time Intelligence
Questions?